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We are looking for some insight on how companies are addressing the pull between employees working from home vs optimized teamwork/productivity vs a positive customer experience.
Our experience has been that as part of the hybrid work from home and office balance is the expectation that employees respond to customers and inquiries better than in if in the office full time. If explained to employees this is the new contract for working at home and we provide the appropriate communication, we’ve seen higher productivity and more job ownership from the incumbent...
Great question and a massive operational hurdle that frankly most companies struggled to overcome during the COVID shift to work from home. The pandemic certainly tested the IT and Culture resources of most companies in trying to shift on-premise operations to a distributed workforce model.
Maureen - thanks for your post. In regards to communicating with your customers are there tips that you can share to help utilities make their communication stand out? The reason I ask, is it seems that many times customers have little interest until something happens like high bills or no power. How do we make communication stand out in a big way?
Customers impacted by severe weather may be sent personalized notifications based upon regional preferences and data trends. This seems like one of those features a customer may not know they want until it's put in place for them. Do you opt them in by default and let them remove themselves if they like, or is there an educational process put in when new opportunities are...